September Dear Applicant. Neighbourhood Management Team Leader (South)

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1 September 2014 Dear Applicant Neighbourhood Management Team Leader (South) Thank you for your interest in the above role. Enclosed is the information you will need to assist you in completing your application. To apply for this role you must submit your current CV along with a supporting statement no longer than 2 sides of A4. It would also be helpful if you would complete the equal opportunities monitoring form. It is not mandatory to complete this, and the information is requested purely for equal opportunities monitoring purposes, in line with our commitment to equality and diversity. Applications should be ed to jobs@kctmo.org.uk or posted to the HR Team, Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We would suggest that you your applications to us wherever possible, to avoid delays. If you have any queries, please contact the HR team on or via jobs@kctmo.org.uk We look forward to hearing from you. Closing date: Wednesday 8 th October 2014 Interviews & Testing: Wednesday 15th October 2014 Yours sincerely Rachel Martinez Senior HR Administrator

2 Contents Page About Kensington & Chelsea TMO 3 Job description and person specification 4-9 Structure charts 10 Terms and conditions 11 Press advertisement 12 Further information about the KCTMO can be found at

3 About Kensington & Chelsea TMO The TMO was formed in 1996 when the Royal Borough's tenants and leaseholders voted to take over the management and improvement of their own homes. We were the first borough-wide tenant management organisation in the UK and the only tenant led ALMO - a not for profit company providing landlord services to almost 10,000 homes in Kensington and Chelsea. We employ about 200 staff in offices situated around the Borough and were awarded three stars excellent prospects by the Audit Commission in Over the last few years the TMO has undergone change in relation to its Constitution and Board, and more recently, in relation to the Executive Team. A new Chief Executive, Robert Black, joined the TMO in May Robert is committed to developing and continuously improving the TMO, in partnership with the TMO Board, residents, staff, the Royal Borough of Kensington and Chelsea (RBKC) and a range of external stakeholders to ensure that the TMO makes a real difference by providing excellent services and value for money. This is an exciting time to join the TMO and to help shape the organisation in its aim to become the best social housing landlord in London. Further information on the TMO can be found at

4 Job Description Job Title Neighbourhood Management Team Leader (South) Directorate/ Department Operations Directorate Reports to Head of Neighbourhood Management (South) Job Purpose To provide an excellent customer focused service for all TMO residents ensuring that: Housing estates and properties are well managed and the environment is well maintained, and work proactively and closely with residents and other agencies to address environmental and neighbourhood issues ensuring tenancies are sustained. To develop local knowledge of the communities and neighbourhoods in which the TMO operates and establish partnerships to meet the needs of residents and the community To proactively liaise with customers to ascertain their views on services and to put forward suggestions for the TMO to respond to those views To identify, manage and resolve all instances of nuisance, harassment and anti-social behaviour. Salary 26,700-36,100 Hours 36 hours per week (Monday Friday) Location Blantyre Office SW10 Responsibilities 1. To deputise for the Head of Neighbourhood Management (South) in his or her absence, including co-ordinating team office cover providing cover at our Hostels Services and annual leave arrangements, and providing practical training and guidance to Neighbourhood Officers where appropriate. 2. Contribute to the delivery of the Neighbourhood Management Service Plan ensuring that it is delivered on time.

5 3. In the absence of the Head of Neighbourhood Management (South) to be the lead contact for the Area, which may include attendance at Area Review Board meetings, estate walkabouts with Board members and Councillors, and coordinating and organising responses to emergencies. 4. To work with local Residents Associations on developing local management arrangements within the TMO s framework, this may include specifying local resident compacts or management agreements with active associations. 5. To develop local knowledge of the communities and neighbourhoods in which the TMO operates. 6. Through close and regular contact with tenants, identify and assist vulnerable tenants, referring them on to Tenancy Support Service or other relevant agencies and monitoring these services to enable the tenant to sustain their tenancy. 7. Respond promptly and sensitively to all reports of nuisance, harassment, domestic violence anti-social behaviour in line with the TMO Anti Social behaviour procedures and current best practice, including practical assistance and support for victims. 8. Pursue cases through the legal process, including attending court. 9. Assist tenants in completing transfer applications. Writing transfer reports with a clear assessment of the circumstances and recommendation. 10. Verify tenancies in accordance with the sub-letting targets. 11. Contribute as necessary to regular reviews of estate services and service charges. 12. Work closely with the local estate service and monitor the relevant contracts to ensure the delivery of local estate services meets the highest possible standards for safety, security, cleanliness and appearance. 13. To be proactive and work in partnership with the Resident Involvement Team, and other agencies, to develop and promote resident participation, consultation and community development with the aim of meeting the needs of tenants and the community. 14. Draw up effective liaison and partnership arrangements with other external agencies such as other RSL s, the police, local authorities and voluntary agencies.

6 15. Work closely with tenant groups to identify areas of community and environmental concern and work with tenants, the Councils Housing Regeneration department and other appropriate agencies to identify solutions that involve tenants. 16. Arrange, attend and play a lead role (including Chairing if necessary) at residents meetings including occasional evenings. 17. To work in partnership with the Rent Income team where joint working is required, being flexible over tasks and responsibilities to ensure the best customer service to tenants. 18. To ensure excellent services are provided to residents, through close liaison with the Customer Services Centre (CSC), Technical Services and other internal departments 19. To work with Technical services to maximize access to tenants for gas servicing appointments. 20. Participate in regular estate inspections as required. Liaise closely with the Contracts Manager over cleaning and gardening contracts to ensure estates and blocks are maintained to high standards and take appropriate action against residents who park illegally, drop litter, vandalise property, graffiti or dump bulk refuse. 21. A flexible approach to working hours will be required in order to meet the needs of residents. This will involve some evening work. 22. To contribute to the development of the TMO s strategies and policies through positive participation in working groups and other corporate activities 23. Any other duties, as required by the TMO s Head of Service.

7 Person Specification Job Title: Neighbourhood Management Team Leader (South) Department: Neighbourhood Management Criteria Essential How identified Experience & Knowledge Relevant Housing qualification Knowledge of social housing & neighbourhood management issues. Understanding of best practice in & management of nuisance, harassment & anti-social behaviour Understanding of landlord and tenant relationships and responsibilities Demonstrable substantial experience of working in social housing management Successful working with other agencies Application

8 Skills and Personal Qualities Ability to keep accurate records and draft memo/letters and reports to a good standard. Able to form and maintain good working relationships at all levels internally & externally Ability to manage, organise and prioritise your own workload and that of the staff that you manage. Effective time management skills to ensure targets and deadlines are met Excellent customer care skills Ability to compile cases in preparation for court and to present and represent the TMO in court Application/Test Application/Test/Interview Other Self belief - the confidence that you will succeed, will overcome obstacles to achieve the best outcomes for service improvement. Self Awareness - knowing your own strengths and limitations and understanding your emotions and the impact of your behaviour on others in diverse situations and being able to manage your own emotions and be resilient in a range of situations. Drive for improvement - motivated to improve performance and to make a difference to customers. Personal Integrity - a strongly held sense of commitment to openness, accountability, inclusiveness and high standards and values. Future planning - being prepared to take action now to shape and implement a vision for the future development of the service. Creativity and flexibility - creatively

9 leading and developing services, cutting through complexity. Political astuteness - commitment and ability to understand diverse interests and the dynamics between them. Drive for results - a strong commitment to making service improvements and a determination to achieve positive service outcomes for users. Leading change through people - communicating the vision and engaging others to work together to achieve a real change. Holding to account - strength of resolve to hold others to account for agreed targets and to be held account for delivering a high level of service. Empowers and works collaboratively - facilitating others contributions, share leadership and developing others capability, being committed to working with others to achieve results. Influencing - being able to adopt a number of ways to gain support and influence. * - Key A = Supporting Statement I = Interview T = Test

10 Organisation Structure Chief Executive Company Secretary Executive Director of People and Performance Executive Office Manager Executive Director of Operations Executive Director of Financial Services and ICT Performance Manager Director of Assets and Regeneration Head of Supported Housing Director of Housing Health, Safety and Facilities Manager Project Manager Head of Capital Investment Team Leader Supported Housing Head of Neighbourhood Management North Assistant Director of Financial Services Assistant Director of HR Head of Communications Head of Investment Strategy Head of Contract Management Head of Neighbourhood Management South Head of Customer Servicess Head of ICT Assistant Director of Home Ownership Resident Engagement Manager Environmental Services Manager Principal Project Accountant Policy and Improvement Manager

11 Terms and Conditions Salary You will be paid monthly - on the 15th of the month - and your pay is to be credited to your bank or building society. Hours A 36 hour week is worked, Monday Friday, but you will be expected to work the hours necessary to discharge the duties of the position. Annual leave Your annual leave is dependent upon your conditions of service and length of continuous service. The annual leave for this position is 28 days per annum and 30 days after 5 years service. Probation All employees have a standard probationary period of six months. Season Ticket Loan Interest-free season ticket loans are offered from six months service, which are paid back in monthly instalments through the payroll. Pension Scheme The TMO is an admitted member of the Local Government Pension Care Scheme. The scheme provides for an employee contribution of either 5.5% on annual salaries up to 13,500, 5.8% on annual salaries from 13,501-21,000, 6.5% on annual salaries from 21,001-34,000 or 6.8% on annual salaries from 34,001-43,000. An additional contribution is payable by the employer. Other benefits Access to a health scheme, modern working environment and a range of learning and development activities.

12 Advertisement Kensington and Chelsea TMO is the first borough-wide housing organisation to give residents a say in the management of their homes. With nearly 10,000 properties, and a clear commitment to improving our services, we are looking for talented people who share our vision for the future. Neighbourhood Management Team Leader (South) London Salary range: 26,700-36,100 plus PRP We are looking for a proactive, customer focussed Team Leader to manage a team of Neighbourhood Officers, ensuring the delivery of excellent neighbourhood services to residents and stakeholders in the borough. In this role, you will manage a patch of properties, build strong relationships with resident and other agencies to ensure that we respond to the needs of our customers and deputise for the Head of Neighbourhood Management (South) when necessary You will also be responsible for managing and resolving all instances of anti social and tenancy related matters. With experience of working in social housing management and knowledge of neighbourhood management issues, you will have a good understanding of landlord and tenant relationships and responsibilities. You will have excellent interpersonal skills and customer care skills and be able to develop diverse and effective relationships at all levels. You will have good organisational skills with the ability to manage and prioritise your own workload and that of the staff that you manage to ensure deadlines and targets are met. Additionally, you will be able to compile cases in preparation for court and to present and represent the TMO in court. In return we offer excellent training opportunities, membership of the local government pension scheme and season ticket loan (after a qualifying period). For an information pack please log on to our website and click on jobs. Closing date: Wednesday 8 th October 2014 Interviews & Testing: Wednesday 15th October 2014 The TMO is an equal opportunities employer No Agencies Please 12